Don Peppers

Biography

Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world's premier customer-centered consultancy.

Don's vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. Business 2.0 Magazine named him one of the 19 "foremost business gurus of our times," and Accenture's Institute for Strategic Change listed him as one of the 50 "most important living business thinkers" in the world. The Timesof London has listed him among its "Top 50 Business Brains," and the U.K.'s Chartered Institute for Marketing included him in its inaugural listing of the 50 "most influential thinkers in marketing and business today."

Don has a popular voice in the worldwide media, with recent contributions to both the Harvard Business Review (May 2009) and the McKinsey Quarterly(June 2009). In addition to frequent posts on Strategy Speaks, the Peppers & Rogers Group blog, Don produces a video diary of his global business observations, entitled "Peppers Unplugged," and is an active Twitter user.

His thought leadership and presentations routinely focus on the business issues that today's global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:
Balancing long- and short-term goals by managing customer value

Building stronger customer relationships and customer experiences

The role that employee engagement, customer trust, and innovation play in the viability of every business

Why and how to overhaul your business model before your competition (or channel partner) does it for you

His compelling, clear and concise way of articulating his insights places Don in high demand as both a speaker and a management advisor. In 2009 alone he had dozens of speaking engagements on six continents, and his councel is regularly sought by Fortune500 executives and entrepreneurs.

With co-author Martha Rogers, Ph.D., Don has produced a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages. Their latest thinking is embodied in their newest book, Rules to Break & Laws to Follow,
published in 2008, and named as the inaugural title to Microsoft's "Executive Leadership Series." The book addresses the challenges of success in a world where net worked customers and engaged employees hold tremendous power, and further exposes the crisis of short-termism that is rampant in business today, while documenting the strategies required to grow out of this rut.

In 2005, with Return On Customer, Peppers and Rogers advanced a concept of business valuation based on the customer base as a revenue-producing asset. This book introduced and trade-marked a unique new financial metric (Return on Customersm, or ROCsm), which is now being licensed to companies around the world as a valuation and analytics tool.Fast Companynamed Return on Customerone of the 15 "most important reads" of 2005, and cited the book again in 2007 on their list of the 25 "Best Books" in business.

These successes follow in the footsteps of their other books, The One to One Future(1993), which BusinessWeek called "one of the bibles of new marketing"; Enterprise One to One(1997), which received a five-star rating from The Wall Street Journal; as well as TheOne to One Fieldbook(1999), The One to One Manager(1999); and One to One B2B, which made The New York Timesbusiness best-seller list within a month of publication in 2001.

The authors have also published the first-ever CRM textbook for university use in graduate-level courses, Managing Customer Relationships(April 2004).

Previously, Don was a new business rainmaker for world-class advertising agencies, including Chiat/Day and Lintas:USA. He capped his advertising career as the CEO of Perkins/Butler Direct Marketing. Prior to Madison Avenue, he worked as an economist in the oil business, and as the director of accounting for a regional airline.

Don holds a Bachelor's Degree in astronautical engineering from the U.S. Air Force Academy, and a Master's Degree in public affairs from Princeton University's Woodrow Wilson School. He currently serves on the Board of Directors for Cicero, Inc. (CICN), and for privately held Jetera Precision Media. Don is on the Board of Advisors for Gridley & Co., the investment bank, and for blyk, the ad-supported mobile phone network in Europe.

Publications

In today's competitive marketplace, customer relationship management is critical to a company's profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features: Pioneering theories and principles of individualized customer relationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them by value and need Tips for using the tools of interactivity and customization to build learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-based initiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm's customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.

Titles

Culture of the Customer
The 3 C's of a Sustainable Business, Colleague, Channel, and Customer
If You're Seeking Customers for Your Products, You Need a New Navigation System
Global Efficiency, Local Autonomy and Competitive Advantage

Customer Experience
Bad Service Bulletin: You Can't Un Google Yourself
Please Press " * " for Superlative: The Value of Your Front Line Contact Centers
Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

Leadership in the New Economic World Order
Competing for Trust: Post Crisis Strategies for a Twitter Economy
Leadership in Times of Challenge and Opportunity
You Can't Outrun a Bear Market, But You Can be Ready for the Recovery
Radical Times Require Radical Action: Leaders Needed, Inquire Within

Enterprise Engagement�Enabling Your Brand Ambassadors
The Compelling Economics of Enterprise Engagement
You Can Lead a Force to Water, But You Can't Make them Think
Is Your Corporate Culture an Advantage or an Albatross?
The Company You Keep: Employee Culture for Competitive Survival

Ethics and Trust as KPI's for Success
Violate Your Customers' Trust, and Kiss Your Asset Good-Bye
Have I Ever Lied to You? Ethics as the Basis for Business Strategy
Cultivating Trust isn't Expensive, It's Essential!
Integrity Isn't Elastic: Ethics and Trust Can Never be Part-Time Values

Innovation
Bits, Bytes and Bucks: Monetizing New Technology and Relationships
She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
Excellence or Innovation? Pick One
Innovation & Advantage: Driving Creativity for Competitive Stance
The Wisdom of Dissent: Innovative Decisions RequireDiverse Points of View

Looking Forward
Social Networks and How to Leverage Them
Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
Merging with Our Machines: PMT, WOM and Society
The 1to1 Future: Are We There Yet?

Metrics for the Long-term
Long-Term Leadership in a Short-Term World
Return on Customer: Breaking the Rules to Maximize Enterprise Value
Have You Looked at Your Data Lately? You Can Get More for Less
Customers Are Like Little Financial Assets, with Collective Memory

Relationship Strength and Loyalty
The Three Rs of Loyalty: Relationship, Reward, Recognition
At What Price Loyalty? ~ The Six Myths of Customer Loyalty
Loyalty IS the New Black: Best Practices and the Value of Relationship Strength